ManageEngine ServiceDesk Plus Pricing, Features, Reviews & Comparison of Alternatives

ManageEngine ServiceDesk Plus

Cloud IT Help Desk Software

4.27/5 (110 reviews)

ManageEngine ServiceDesk Plus overview

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests. ServiceDesk Plus integrates help desk requests and assets to allow users to manage their IT in an effective way. The software helps users implement ITIL best practices and troubleshoot IT service requests faster.

ServiceDesk Plus is a customizable and easy-to-implement help desk software with more than 10,000 users worldwide. ServiceDesk Plus is available in 23 different languages.

ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management App with many features such as contract management, purchasing and knowledge management functionalities. It has an ITIL ready version too. By integrating Ticketing, Asset Tracking, Purchasing, service catalog, Contract Management and Knowledge base in one low-cost, easy-to-use package, ServiceDesk Plus helps users to improve productivity of their IT Service team and keep their end-users happy.

ServiceDesk Plus allows end-users to submit tickets through different channels. It automates important workflow tasks, as for example case routing, acknowledging requester, technician notification and handling of SLA rules. The solutions module allows users to document best practices and solutions to common problems in an online knowledge base.

ServiceDesk Plus offers accurate inventory tracking functionality across Windows and Linux workstations. It can also track software licenses and let users know the number of over-utilized or under-utilized licenses across their organization.

ServiceDesk Plus can help users maintain a complete product catalog based on product type, that lists all assets owned by their organization. It can generate Purchase Orders, send them through email and keeps track of outstanding POs & completed purchases. It also provides import of requesters & assets from .csv files & user satisfaction surveys.

Best notable features are Enhanced Active Directory Integration, enhanced purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, HTML editors for solutions and notifications, ITIL ready functionalities, agent based scanning, help desk API, mobile integration & more.

Incident management, Problem management, Change management & CMDB has been implemented with all functionalities.

Pricing

Starting from
$495/year
Pricing options
Free trial
One time license
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Canada, China and 5 other markets, Europe, India, Latin America, Middle-East and Africa, United Kingdom

Supported languages

Arabic, Chinese (Simplified), Chinese (Traditional), Danish, Dutch and 13 other languages, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish
ManageEngine ServiceDesk Plus screenshot: Check data from centralized dashboardIT Help Desk Software with Integrated Asset Management System | ServiceDesk PlusManageEngine ServiceDesk Plus screenshot: Manage setup with the configuration wizardManageEngine ServiceDesk Plus screenshot: Search solutionsManageEngine ServiceDesk Plus screenshot: Add requests complete with incident and requester detailsManageEngine ServiceDesk Plus screenshot: Access report foldersManageEngine ServiceDesk Plus screenshot: Gain quick access to template categoriesManageEngine ServiceDesk Plus screenshot: Manage request workflowManageEngine ServiceDesk Plus screenshot: View CI detailsManageEngine ServiceDesk Plus screenshot: Configure workflow for change managementManageEngine ServiceDesk Plus screenshot: Check tasks and manage approvalsManageEngine ServiceDesk Plus screenshot: View all SLA based mail escalationsManageEngine ServiceDesk Plus screenshot: Access reports on service requestsManageEngine ServiceDesk Plus screenshot: View projects, and track their status, priority, owner, and moreManageEngine ServiceDesk Plus screenshot: Check emails and mail server issues, and check their status and priorityManageEngine ServiceDesk Plus screenshot: Track progressManageEngine ServiceDesk Plus screenshot: View request detailsManageEngine ServiceDesk Plus screenshot: View project detailsManageEngine ServiceDesk Plus screenshot: Access IT asset informationGetting started with ServiceDesk Plus Cloud - Part ISelf service portal in ServiceDesk Plus CloudIncident management with ServiceDesk Plus Cloud - Part IIncident management with ServiceDesk Plus Cloud - Part IIProblem management with ServiceDesk Plus CloudChange management with ServiceDesk Plus CloudAsset management with ServiceDesk Plus Cloud

ManageEngine ServiceDesk Plus reviews

Value for money
Features
Ease of use
Customer support
  4.2
  4.4
  4.1
  4.2
Basil Musa

Exactly as they advertise. Big 4's are a pain.

Reviewed 2015-12-03
Review Source: GetApp

We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus. ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault). One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc. 1. Light-weight and highly responsive. Intuitive interface. 2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki). 3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus. 4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

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Leia Powell

ManageEngine has Streamlined our Helpdesk!

Used daily for 2+ years
Reviewed 2018-07-02
Review Source: Capterra

We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

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Ryan Coe

ManageEngine ServiceDesk Plus (MSP)

Used daily for 2+ years
Reviewed 2018-11-19
Review Source: GetApp

Starts at Free......Need I say more? --- I suppose i do, lol. It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal.

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Ryan Pettigrew

The product has enabled us to more quickly and seamlessly provide support for our staff.

Used daily for 1-2 years
Reviewed 2018-06-29
Review Source: Capterra

Workflows for tickets such as automatic approvals for new hires by a hiring manager Multiple forms of entering a ticket (web, email, keywords in email) Replying to user within ticket for a seamless end user experience Separation of tasks within a ticket for different groups Management of our contracts with automated reminders Ability to import asset information and create relationships for identifying staff ownership of assets Easily create solutions that both end users and technicians can refer to Software is constantly being updated to meet needs of user base

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Anonymous

It´s a great product helps me keep all my issues with customers organized

Used daily for 2+ years
Reviewed 2018-06-13
Review Source: Capterra

its a very useful tool for ticketing, I have been using it for more than 4 years and its really easy and intuitiveits really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

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ManageEngine ServiceDesk Plus pricing

Starting from
$495/year
Pricing options
Free trial
One time license
Subscription
View Pricing Plans

Reduce IT Support Costs. Powerful Plans To Supercharge IT Support.

ManageEngine ServiceDesk Plus features

API
Automatic Notifications
Monitoring
Projections
Real Time Reporting
Reporting & Statistics
Third Party Integration
Workflow Management

Access Control (72 other apps)
Activity Dashboard (112 other apps)
Activity Tracking (63 other apps)
Application Integration (67 other apps)
Auditing (77 other apps)
Collaboration Tools (58 other apps)
Data Import/Export (79 other apps)
Drag & Drop Interface (83 other apps)
Real Time Data (73 other apps)
Real Time Monitoring (81 other apps)
SSL Security (69 other apps)
User Activity Monitoring (54 other apps)

Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#6 in IT Service Management (ITSM)

View full ranking
55
16
5
18
16

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

ManageEngine ServiceDesk Plus also features in these categories:

GetApp Analysis

With the aim to transform IT service desks around the world, ManageEngine ServiceDesk Plus is a unified IT management platform that covers essential functions: ticket tracking from creation to closing, IT asset and non-asset management, incident and problem resolution, infrastructure change management, service catalog, CMDB (configuration management database), purchase order and contract management, SLA (service level agreement) monitoring, and IT project management.

ServiceDesk Plus is equipped with a dashboard that displays in real time a consolidated, single view of support requests, infrastructure changes, software updates, and a whole lot more. ManageEngine ServiceDesk Plus offers native mobile apps for Android and iOS devices for on-the-go IT service management.


What is ManageEngine ServiceDesk Plus?

Used by 100,000+ organizations and approximately 750,000 technicians from more than 185 countries, ManageEngine ServiceDesk Plus is an online IT systems platform focused on various IT management processes. The helpdesk management functionality ensures your technicians are able to resolve relevant end-user issues as efficiently as possible and keep your daily operations functioning as they should.

The IT asset management feature provides system administrators with the requisite tools to monitor and control the performance of their IT infrastructure, so they can minimize the possibly debilitating business effects of changes, problems, and incidents, get down to their root causes, and prevent them from happening again.


Who is ManageEngine ServiceDesk Plus for?

  • Experience level: Beginner to advanced
  • Industry: All industries
  • Business size: Small companies to large enterprises
  • Departments/roles: IT teams, helpdesk administrators, service desk managers, helpdesk technicians, technical support representatives
  • Budget/price point: Free for the helpdesk management module only. Professional starts at $395.
  • Example customers: Disney, Honda, Xerox, Dell, Royal Bank of Scotland, Vodafone, and Airbus

Main features

Helpdesk Management

ManageEngine ServiceDesk Plus is, at the core, a helpdesk solution. The Requests tab in your ServiceDesk Plus portal aggregates all requests forwarded to the support team. Requests can be auto-assigned according to predefined business rules to the most qualified technician or support group, unassigned from a previous technician, picked up by an available technician, and edited to include a description of the resolution. A start/stop timer is also available to help technicians comply with SLAs.

Helpdesk requests come in two forms: incident requests, such as a printer not printing, and service requests, such as software installation in workstations. In the request list view, filters can be used to easily locate the requests matching certain criteria such as open, unassigned, overdue, due today, pending approval, and so on. Individual requesters can log in to their ServiceDesk Plus self-service portal where they can track the status of their helpdesk requests, as well as search the knowledge base for solutions to their queries. In case they forget their password, a self-reset password tool is available.

IT teams can showcase IT offerings to end users by building a service catalog. Each IT service offered can have approval workflows, SLAs, and tasks associated to it.

Asset Management

The ManageEngine ServiceDesk Plus asset management module monitors and controls an organization’s IT and non-IT assets. These include workstations, routers, switches, printers, access points, hardware components such as mouse, keyboard, and printer inks, and even office fixtures and equipment such as tables, chairs, furniture, phones, and projectors.

Software asset management, on the other hand, helps you keep track of installed software licenses, how frequently the software is being used or if it is being used at all. Scheduled scans ensure continued software compliance by auto-detecting unauthorized software installations. There are also integrated modules to cover the entire life cycle of the purchase order and contracts management process.

IT Project Management

The ManageEngine ServiceDesk Plus project management feature allows you to manage IT projects, such as the upgrade of datacenter servers or replacement of phone devices. It contains features like a project workflow engine that moves tasks through to completion, project roles that determine a user’s access permissions, milestones so teams know how their efforts stack against the project’s objectives, tasks that make up the work breakdown structure and their dependencies.

A Gantt chart view for a quick snapshot into the progress of the project is available, so are timesheets, a project overview map, comments for discussions, and the History tab that lists every project event. Requests and changes can be associated with projects.

Change Management

When changes to your infrastructure occur, the ManageEngine ServiceDesk Plus change management module is in place to minimize their adverse effects and maximize the service quality improvement IT changes can bring to your operations. This feature follows a six-stage workflow process: submission, planning, approval, implementation, review, and closing.

Reminders regarding changes can be set up. Aside from them showing up in the Quick Actions dropdown in your ServiceDesk Plus screen, you can opt to send yourself an email hours or days before the changes are rolled out. Change-related notifications can also be sent out, even broadcast to involved users and technicians on their announcement boards.

Predefined and Custom Reports

ServiceDesk Plus comes with out-of-the-box reports, such as reports on incident and service requests, completed requests regardless of type, requests that violate SLAs, pending requests, time spent by technicians on requests, surveys, workstations and servers, purchase versus installed software, and many more.

Custom reports tailored to your unique requirements can be created straight from the ServiceDesk Plus user interface, as well as query reports, flash reports, and new scheduled reports. Report settings can be customized, such as the size of each column, the format of your reports’ date and time, if links should be disabled, and so on.


Integrations

ManageEngine ServiceDesk Plus carries ready-made integrations with apps such as ManageEngine OpManager for network and incident management, ManageEngine Desktop Central for the management of Windows desktops, Zoho Reports for helpdesk analytics, and ManageEngine ADSelfService Plus for self-service password resets.

It has a REST API that allows IT teams to integrate existing applications with ServiceDesk Plus, so you can seamlessly share information between apps. The API also automatically turns monitoring alarms or triggers into helpdesk tickets.


Pricing

ManageEngine ServiceDesk Plus offers three pricing editions: Standard, Professional, and Enterprise. Standard, which is forever free, covers helpdesk management and can accommodate an unlimited number of users, tickets, and technicians. Professional, which starts at $395 per month, includes helpdesk and asset management features.

The Enterprise edition, starting at $995 per month, comes with helpdesk, asset management, and IT project management functions.


Bottom line

  • IT service management software that can be deployed on premise or as a cloud-based platform
  • Covers helpdesk, asset management, problem and change, SLA and CMDB, and project management functions
  • Comprehensive knowledge base and self-service portals to empower end users
  • Integrated with network monitoring, desktop management, and active directory management platforms for end-to-end IT management
  • Has native apps for Android, iPhone, and iPad devices
  • Besides English, available in 18 other languages

Additional information for ManageEngine ServiceDesk Plus

Key features of ManageEngine ServiceDesk Plus

  • Trouble ticketing
  • Best practice ITSM workflows
  • SLA management
  • Mobile integration
  • Third party integration
  • Asset lifecycle management
  • Powerful integrations with IT management apps
  • Help desk management
  • Alerts / escalation
  • Custom fields
  • Customer history
  • Email integration
  • Real time reporting
  • Smart automation
  • Codeless customizations
  • ITIL compatible
  • Multi-site support
  • Help desk reports
  • Asset management
  • Problem management
  • Service catalog
  • CMDB
  • Asset management
  • Gantt charts
  • Knowledge base
  • Performance support
  • POS
  • Project workflow
  • Software management
  • Timer
  • Timesheets
  • Self service portal
  • Multi-channel management
  • Automatic lead distribution
  • Lead assignment
  • Prioritizing
  • Workflow management
  • Categorization
  • Automatic notifications
  • Email templates
  • Rules based algorithms
  • Escalation management
  • Employee self service
  • Surveys & feedback
  • Approval process control
  • Change order management
  • Project management
  • SMS integration
  • Email notifications
  • Reporting & statistics
  • Customizable reporting
  • Archiving & retention
  • Inventory management
  • Contract management
  • Purchase order management
  • Charting
  • Projections
  • Scheduled reporting
  • Monitoring
  • Commenting
  • Cataloging
  • Incident management
  • Change management
  • IT project management
  • Business rules
  • Automatic ticket dispatch
  • Asset discovery
  • Agent scanning
  • IT asset tracking
  • Software asset management
  • Software license management
View All Features

Benefits

Access the help desk anytime, anywhere using the serviceDesk Plus iphone app.
Create SLA and provide quality services in time, to end users.
Flexible knowledge base with option to add unlimited KB articles and allows users to easily search the information.
Web based portal to submit service requests & Incidents.
Restore normal service of operation quickly with comprehensive incident management tools.
Eliminate the root cause effectively and put an end for firefighting of repetitive incidents.
Discover every asset in a network with efficient auto discovery options.
Provide structured and prompt handling of all changes in IT infrastructure.
With the new agent based scanning, users can access any system from the remote network, independent of their location.
Stay informed about tickets and keep technicians and end users up to date on the status of the tickets by email and sms.
Manage purchases right from the birth of the PO.
Auto assign feature distributes tickets based on the existing load on technicians.
Manage Contracts with different vendors seamlessly.
Automatic email to ticket conversion using email commands.
ServiceDesk plus allows users to import users and their information from Active directory and LDAP with a simple easy to use interface.
Archive old, unused data and improve helpdesk performance.
Support multiple sites and customize configurations for every site according to their unique working procedure.
Generate detailed reports about Help desk performance & metrics.
Automatically reset the password, by integrating the ticketing system with the Active Directory.
Know the satisfaction level of end users with the ServiceDesk Plus survey option.